Who are The Tenants' Voice (TTV)?
The Tenants’ Voice (TTV) is a key group of North Star customers who help us improve our services. They’ve been meeting since December 2024 and have had specialist training to help them understand how best to speak up for other tenants.
The group is a mix of people from different places, backgrounds, and ages so all of our communities are represented.
They’ve had training from Claire Blacka at Tentacles Consultancy and have started working closely with the two North Star Board members who focus on Customer Engagement.
TTV sits at the heart of the other involvement groups; every member is also part of at least one other group. This helps everyone share ideas and allows two-way feedback.
TTV look at different issues, share what they find, make suggestions, and check that changes are made. They report back to Board what is working and what still needs to change.
Following an internal election, we’re delighted to announce Paula Rogers as the group’s first Chair, with Jordan Whiteman serving as Vice Chair.
Throughout 2025/26, customer groups have increasingly aligned their work with North Star’s Board priorities and the Consumer Standards, helping to provide assurance that services are being shaped by customer feedback and lived experience.
Repairs and Maintenance
Repairs continued to be one of the biggest issues raised by customers this year, and TTV played a key role in influencing improvements.
They commissioned a Repairs Task and Finish Group made up of Your Voice customers who carried out a detailed review of the end-to-end repairs journey. This included looking at:
- Communication with customers
- Missed appointments
- Repeat visits
- Appointment scheduling
- “Right first time” repairs
- Contractor accountability
Customers developed recommendations focused on reducing repeat visits, improving communication and strengthening accountability for missed appointments. These recommendations have directly influenced our Repairs Improvement Plan with our contractor Ian Williams.
Customer feedback also helped shape improvements to:
- Operative tracking updates
- Call waiting messages
- Repairs communication
- Information provided about communal area services
Complaints and Learning
TTV has continued to strengthen customer oversight of complaints handling.
They commissioned, and then reviewed the recommendations, from a Complaints Task and Finish Group and monitored progress throughout the year. The group confirmed they were satisfied that improvements had been delivered and that they were improving customer experience.
These improvements included:
- Faster complaint responses
- Better communication throughout complaints
- Improved consistency in compensation
- Stronger ownership of complaints
- Clearer information on how to complain
As a result, customer satisfaction with complaint handling improved significantly during the year, with transactional satisfaction reaching 88.9% by year end.
TTV also requested a further six-month review of the actions to ensure improvements continue and standards do not slip.
Digital Services and North Star Online
TTV hugely helped shape the development of North Star Online, North Star’s new tenancy management app and customer portal.
They were the first to provide feedback on the new system and, along with other Your Voice customer groups, influenced improvements including:
- Updating vulnerabilities and support needs online
- Improving accessibility
- Adding opportunities to join Your Voice groups
- Expanding self-service features
Over 12,600 logins and more than 600 repairs have now been logged through the platform since launch, helping customers access services more easily and reducing pressure on phone lines.
Developing Customer Skills and Influence
This year, TTV members also completed specialist Data Scrutiny training delivered by TLF. This training supports customers to better understand and challenge performance information, Tenant Satisfaction Measures (TSMs) and survey results.
The group has also strengthened its governance arrangements and aligned its work programme with the Board forward plan to ensure customer priorities continue to influence strategic decisions.
Want to have your voice heard by North Star?
There are plenty of opportunities to get involved in shaping North Star's services. From surveys to meetings, you can have your say however suits you.
